02 16 2012 Group of people who have the authority responsibility to oversee the entire operation Management also becomes a service o from the sales of products services the operation itself becomes an additional product that which pays its employees managers and owners Notable Lecture Material Management authority Ask rather than tell Types of Managers Top Managers o Set direction for the company o Officially represent the company o Conceptual skills are most important for these managers Middle Managers o Implement policies created by top managers within the company o Breakdown strategies to departmental objectives o These managers must work at maintaining technical skills and be developing conceptual skills Frontline Managers o Coordinate facilitate and support front line employees o Their role is crucial to the success of the operation o Their duties are multi faceted o Technical skills are most important for Frontline managers 70 of communication is NON Verbal Test 2 25 Questions Multiple Choice Testing Center What are Industry Associations and what are their advantages Industry Associations are professional organization that provide member training and education opportunities for networking member recognition and support promotion of specific industries to the public legislative updates and industry trends and updates They serve a critical need because they keep their members informed of pending legislation that may impact their industry Differences between Mission Statements and Vision Statements Mission Statement is a statement of purpose a guide for the activities of the organization and developed by the membership or governing board Vision Statement is an umbrella statement about the association where the association sees itself in the context of the industry broader than a mission statement which may include goals of where the association sees itself in the future Is a supportive system of sharing information and services among individuals and groups having a common interest or goal What is Networking and what does it involve An advantage of Industry Association Gets your name out there Is most communicating verbal or nonverbal Nonverbal Listening and body language Remember you have 2 ears and 1 mouth 70 of communication is NON Verbal Define Conceptual skills In a business environment someone who has these skills might come up with an idea for a new product or a new process He or she is able to examine a complex issue and formulate a specific effective course of action Looking at problems from a broad perspective and seeing them from different points Ability to think abstractly implement long range planning create strategic decision making and weigh ethical considerations in employee customer and government relations Who determines whether a business s service or good is successful or not of view The Guest What are the 4 traditional P s and also the 4 Additional P s of MARKETING Traditional Product good or service Place Location and channel of distribution Price its value to the consumers price of rival products and Promote advertising Additional Personnel employees are they happy Physical Cues atmosphere of your place Packaging bundling of products together and Partnerships with other firms to create more value by working with each other What are the 4 segments of the lodging industry Business Groups Business Individuals Pleasure Groups Pleasure Individuals What 2 factors determine or distinguish your property business from another high end vs low end Success in part is accomplished through a mix of marketing inducements designed by the marketing and sales department to create and keep customers Which one department in particular is more involved with Public Relations Sales and Marketing Divisions Four questions will be on Midscale upscale and budget economy Also know limited service hotel categories Midscale Attractive to guests because of the rates Higher than limited service but below luxury Offers the basics in full service F B room service uniformed guest service They appeal to the largest segment of travelers but cater mostly to business individual and family travelers Located in cities and suburban areas Upscale luxury These hotels enjoy high profile status within brands and customers There is an emphasis on service almost always includes Larger rooms plush bath towels upgraded amenities and multiple F B facilities including fine dining signature restaurants turndown service valet 24 hours room service concierge service swimming pool and spa Employee to guest ratio is 2 1 Limited service hotel category is divided into three different segments and offers three different levels of limited service o Budget Economy offers low priced clean and safe rooms in convenient locations o Midscale Limited service priced higher than economy level offer amenities just below full service o Upscale Limited Service The highest priced segment in category offers higher level of comfort Upgraded d cor furnishings and hot breakfast Generally no full F B outlets Know the different real estate positions Surveyor Appraiser Employed to render estimates of value Appraiser s provide unbiased evaluation of a property Broker play a valuable role by serving as an intermediary in a real estate sales transaction Sales commissions are their primary source of income Their role is evolving due to the impact of technology and growth of the Internet A real estate broker acts as an intermediary between the parties selling and buying the real estate Surveyor determines boundaries of property may also inspect properties Who pays the Broker when a house is sold The buyer or seller Most of the time seller TMC Travel Management Company AKA Travel Agents What part of this sector has grown most rapidly recently What of travelers use TMC IDK 70 I think Know exact definition acronym of SMERF SMERF is an acronym for Meeting Prospects why people have meetings o Social hobby clubs o Military reunions o Educational seminars o Religious revivals o Fraternal groups alumni gatherings Cups in hotel rooms usually are not washed just rinsed and put back up for the next guest From YouTube Vid on blackboard under course library Is it cheaper to get new customers or to keep old customers
View Full Document
Unlocking...